Customer Success Story nTelos Wireless nTelos Wireless Connects with Its Growing Customer Base Across Phone and Web Wireless for the People and More Customer Engagement Channels nTelos Wireless strives to inspire customer loyalty by connecting with each customer to deliver the hundreds of thousands, making multichannel customer service consistently satisfying and seamless Snapshot takes a dedicated effort, but the customer and community-centric company has made this important Organization: nTelos Wireless best value and experience, no matter what channel the customer prefers. With a customer base in the investment because they believe in the value of care as a business differentiator. Customer Since: 2014 As a major wireless communications services provider, the phone is undeniably a primary channel for nTelos customer care. But many times for customers, due to time or location, it is simply not convenient to call and speak to someone. Therefore, nTelos proactively led the charge in creating more Location: United States Website: www.ntelos.com Industry: Telecommunications customer convenience by putting answers to common customer service questions, as well as other channels of communication, online at support.ntelos.com. 24/7 Customer Access to Information Prior to launching the brand’s online support portal, nTelos customers could use the brand‘s online My Account feature for common actions including signing up for auto pay, viewing their bill and making changes to their rate plan. But to get information about other common questions such as activating replacement phones, payment arrangements or billing questions (which Microsoft Dynamics CRM analytics showed made up about 38% of nTelos’ support questions), customers needed to call to speak with a customer care representative. With Microsoft Dynamics CRM and its case management system already in place, nTelos selected Parature, from Microsoft, to expand its customer care offering on the web with a multichannel support portal anchored by Microsoft Dynamics CRM’s case management system and Parature’s self-service knowledgebase. Already knowing what customer questions made up most of their FAQ calls, nTelos started by putting the answers to these questions online. Within just a few months as its customer base continued to grow, the company saw its average of 200,000 customer care calls per month drop to an average of 160,000. nTelos Wireless’ customer care staff could directly attribute “We’ve been enabled to provide our customers a better service, while saving more than 160,000 USD every month.” — Peter Friedenberg, Project Manager this to the addition of Parature’s self-service knowledgebase, as well For more complex questions, customers also have the online ability as the Microsoft Dynamics CRM and AlfaPeople ITSM structure and to submit a case, and on the service desk side, nTelos customer visibility of call categories, all working together in concert. care representatives are now even more empowered to both Working Together for Better Customer Care One of the largest global Microsoft Dynamics partners, AlfaPeople was instrumental in integrating Parature’s technology into the respond quickly and then categorize each case using AlfaPeople’s Quick-case technology. Through this categorization, nTelos Wireless can use analytics to further define and refine its business and customer care processes and direction in real time. “After only two-and-a-half months, our AlfaPeople, Parature and Microsoft Dynamics CRM investment had paid for itself,” notes nTelos’ Peter AlfaPeople ITSM solution which runs on the Microsoft Dynamics Friedenberg, Project Manager. CRM platform. AlfaPeople demonstrated its own dedication to Inspiring Customer Loyalty and Business Success customer care, getting to know nTelos‘ specific business processes and requirements while helping the nTelos team become familiar with its new solution capabilities and promoting user adoption. Internal results of the integration proved just as impressive, with a 30% reduction in training time for new customer care representatives due to the fact that the majority of their processes and information were now on a single platform. nTelos Wireless estimates a $160,000/month savings from a 20% reduction in phone calls to customer care and the increased efficiencies associated with the new platform. Building on Company and Customer-Facing Benefits With the new features and capabilities that have come through In a highly-competitive market, nTelos Wireless is connecting with more and more customers via an increasingly meaningful differentiator: customer care. The brand’s mission statement sums it up, saying “We inspire loyalty by connecting with each customer to deliver the best customer value and best customer experience, and will positively impact the communities we serve, and the lives of our associates.” The statement above requires ongoing dedication from an entire brand, but as you can see, nTelos Wireless is continuing to make proactive and personalized customer care investments that are both inspiring loyalty and propelling business success. The Results the addition of AlfaPeople ITSM and Parature solutions on the Microsoft Dynamics CRM platform, nTelos continues to realize added benefits. Because the solution is highly configurable, • nTelos representatives are now empowered to make additions on a single platform. and adaptations to respond quickly to both changing business conditions and analytics reports, instead of going through more • access to 24/7 answers and information. In addition, Parature’s knowledgebase feedback and analytics are online, so that customers can always get the information they need at the time, and on the channel, of their convenience. Parature’s • Reduced FAQ calls by 20%. • Empowered agents and reduced new mobile-responsive support portal further facilities online self- customer care agent training time by 30%. service, even when customers are on the go. More than 10,000 customers per month currently utilize nTelos’ online support portal, Deployed a mobile-responsive online support portal to provide customers with complex project processes to do the same thing. helping nTelos add even more helpful answers and information Integrated complementary care solutions • Realized ROI in less than 3 months. with half of those accessing it using a mobile device. Parature‘s EasyAnswer functionality also helps customers find online answers faster by presenting the most relevant answers and information as customers type their question or keyword. For additional information, visit www.alfapeople.com/customer-care.
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